Voice of the Customer Analyst Senior

Job Description

Ent is seeking an experienced, Voice of the Customer (VOC) Sr Analyst to support the needs of our rapidly growing business. This is a unique opportunity to pioneer innovative approaches to collecting, analyzing, and distributing voice of the customer (member) data across channels and product lines to drive business results and enhance customer (member) experience. You will have the opportunity to work cross-functionally to understand and dive deep into the voice of the customer data to reduce decision risk, increase profitability, and inform the evolution of best-in-class experiences across customer touchpoints. A successful candidate will be an expert in survey design and execution, have direct, hands-on experience leveraging customer feedback to drive business results, excel in data exploration, analysis, and visualization, build relationships, and influence, cross-functional stakeholders, at all levels across the organization. Ent strives to create a positive, supportive, and diverse culture we look for people who are curious, collaborative, and aligned to our mission of enhancing customer (member) financial health.

• Conduct data exploration, cleaning, and analysis. Analyze, report, and track information to identify data patterns and customer pain points. Merge multiple sources of data including structured and unstructured customer research, benchmarks, demographics, and internal operational data to develop holistic insights.
• Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product development, technology enhancements, etc.
• Link VOC metrics to business performance and develop strategic action items that drive results. Closed-loop measurement of impact.
• Engage in dialogue with stakeholders to understand the root causes of customer feedback, and the impact of changes to the customer experience, aiding interpretation of VOC insights.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act

Qualifications

Minimum Formal Education Required for this Position:

• Bachelor's Degree Bachelor's degree in Statistics, Math, Computer Science, or a similar field of study.
• Master's Degree MBA preferrederred

Minimum Work Experience:

• 5+ years of experience in research, analytics, and customer strategy required
• 2+ years partnering with stakeholders to develop actionable insights which enhance the customer experience and drive business results. required

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience

Technical or Specialized Knowledge/Skills:

• Proven experience with SQL, business intelligence programs (such as PowerBI and Tableau), and statistical software (such as SPSS). Advanced knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and PowerPoint.
• Experience completing an in-depth analysis of structured and unstructured data, identifying the root causes of customer issues/pain points, and making recommendations for training opportunities, process improvements, and/or technology enhancements.
• Technical and operational understanding of the relationship and transactional VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
• High empathy to see the world through the customer's (members) eyes. Acts as an advocate for our members and builds a customer-centric culture.
• Strong written and verbal communication skills with the ability to clearly articulate insights and implications to the business. Expertise in creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.

Certifications Required:

• None